Files do not sync between agents

Overview

If an agent cannot sync files, it will show it in the Status column in folder details or client details dialog. Here's the list of most common reasons:

1. Agents are not connected

Check if agents are connected to each other - in job's details see column "Peers connected". If not, please revise network between the agents and ensure that tunnel is actually possible. Agent connectivity map can help you to understand why agents did not manage to connect.

2. No access to the files

On source agent(s) check that it indexed the files - see column "Files count" in job details. If you see zero files there, agent may be lacking write access in the system, or the job is misconfigured and wrong directory is being used. Same for destination agents.

Check system permissions and make sure that on this computer the agent has read-write access to the files and all parenting folders. In job's details check which folders is set up for this agent.

3. Time difference between agents is more than 600 seconds

Agents may be located in different timezones so they rely on UTC timestamps - this must be the same on all agents. Check UTC time on all agents and compare results:

Run the command with minimal time lag to get more accurate results for comparing.

4. Files are currently being in use

Close all apps that might be keeping the file and preventing other apps from accessing it.

5. This is a Read-Only share

If a non-synced agent has Read-Only permissions in the job, syncing will stop if a file gets updated on it. Since this is a read-only share, the updated file will not be uploaded. To fix this problem, make sure that in the Profile assigned to this agent's group the "Overwrite any changed files" option is set to YES.

6. This is a low-priority job

If there's a job with higher priority and its being synced, this one will be waiting for its turn. See here for more details on job priority.

If neither of the tips helps, please collect logs from agents and Management Console, and send them to support.